About the Role
The Collection Operations Executive provides day-to-day operational support to the Collection team, ensuring that cases, client information, reports, documents, and assignments are properly logged, organized, monitored, and followed up.
The role acts as an important link between clients, Account Managers, Operations, and the Collection team, helping to ensure that cases move smoothly through the collection process and that client reporting and operational requirements are handled accurately and on time.
Key Responsibilities
1. Case Logging & Portfolio Management
- Assist in logging and registering new cases received from domestic clients.
- Monitor client portals regularly for newly assigned cases and ensure they are recorded and processed promptly.
- Maintain accurate and up-to-date master files containing client and case information.
- Record new client details and ensure all relevant information is properly captured in the system.
- Support the team in maintaining accurate case records throughout the collection cycle.
- Send case assignment emails to the relevant Collection team members and ensure cases are assigned correctly.
2. Client Reporting & Operations Support
- Provide day-to-day operational support to the Collection team.
- Collect periodic reports from the Collection team and ensure they are received within the required deadlines.
- Assist Account Managers in compiling reports for key clients.
- Prepare and send reports to single and minor clients as required.
- Review client reports for completeness, accuracy, formatting, and consistency before they are shared externally.
- Follow up with the Collection team regarding missing, incomplete, or delayed reports.
- Support the Operations team with other reporting and administrative requirements as needed.
3. Client Documents & Information Management
- Receive, organize, and maintain documents and information provided by clients.
- Ensure client documents are properly saved, categorized, and easily accessible.
- Keep track of documents received, outstanding documents, and any required follow-ups.
- Provide the Legal Debt Collection team with the necessary client contact information, documents, and case details when cases are transferred to the lawyer/collector portfolio.
- Ensure that all transferred cases contain the required information before handover.
4. Field Visit Coordination
- Segregate field-visit cases by region and ensure the required allocation is completed by the end of each working day.
- Coordinate with the relevant teams to ensure field-visit information is clear and up to date.
- Maintain proper records of field-visit assignments and support any required follow-up.
5. Team Coordination & Follow-Up
- Coordinate with Collection team members to ensure operational requirements and reporting deadlines are met.
- Follow up with the Collection team for pending or overdue reports and required case information.
- Coordinate with Account Managers and other internal stakeholders regarding case and reporting requirements.
- Support smooth communication between Operations, Collection, Legal Debt Collection, and client-facing teams.
- Escalate delays, missing information, or operational issues to the relevant Team Leader or Manager.
6. Data Accuracy & Process Compliance
- Ensure case, client, and reporting information is accurate and consistently maintained.
- Follow established operational procedures and client-specific requirements.
- Maintain confidentiality of client and debtor information.
- Ensure all documents and records are stored according to company procedures.
- Identify missing information, inconsistencies, or process gaps and raise them to the relevant manager.
7. General Operations Support
- Assist with ad hoc operational tasks assigned by the Collection Operations Manager or Team Leader.
- Support the team during client onboarding, portfolio transfers, reporting cycles, and other operational activities.
- Contribute to improving the organization, accuracy, and efficiency of collection operations.
Key Performance Indicators (KPIs)
- Accuracy and timeliness of case logging.
- Timely completion of case assignments.
- Accuracy and quality of client reports.
- On-time collection and submission of team reports.
- Accuracy and completeness of master files and client records.
- Timely processing and organization of client documents.
- Accuracy of case transfers to the Legal Debt Collection team.
- Timely regional segregation of field-visit cases.
- Follow-up efficiency on pending reports and operational requirements.
- Compliance with internal processes and client requirements.
Candidate Profile
- 1–3 years of experience in Collection Operations, Operations Administration, Debt Collection Support, Back Office Operations, or a similar role.
- Experience in a collection agency, financial services, or similar environment is an advantage.
- Strong organizational and administrative skills.
- Excellent attention to detail and data accuracy.
- Good follow-up skills and ability to manage multiple pending tasks.
- Comfortable working with Excel, ERP/CRM systems, portals, and shared files.
- Good written and verbal communication skills.
- Ability to coordinate effectively with multiple teams and stakeholders.
- Able to work under deadlines and handle repetitive operational tasks without losing accuracy.
- Professional, reliable, organized, and proactive.
- Good command of English is preferred, particularly when dealing with international clients or CBC-related operations.